Customer Support Policy

Ausvona – Here to Assist

Last Updated: 17 October 2026

At Ausvona, we believe professional customer service begins with clear communication, respectful assistance and practical solutions.

1. How to Contact Us

For general enquiries, order assistance or after-sales support, please contact us through one of our official channels.

Email: [email protected]

WhatsApp: +852 9373 1755

2. What We Can Help With

Our customer support team can assist with:

• General website enquiries.

• Product information for legally available goods.

• Order confirmation and status enquiries.

• Delivery and tracking assistance.

• Order amendments and cancellation requests.

• Returns, refunds and product concerns.

• Payment enquiries and account assistance.

3. Order Enquiries

For order-related assistance, please provide your order number and the email address used when placing the order.

We may request additional information to verify account ownership before disclosing personal order details.

4. Response Times

We aim to respond to enquiries as promptly as reasonably possible.

Response times may vary depending on enquiry volume, operational hours and the complexity of the issue.

5. Customer Privacy

We will not ask customers to share passwords or complete payment card details through ordinary email or WhatsApp messages.

Where identity verification is required, we will provide appropriate instructions.

6. Fair Customer Treatment

We aim to treat every customer respectfully and resolve concerns fairly.

Our customer service practices do not limit applicable statutory consumer rights.

7. Escalation

If you are dissatisfied with the handling of an enquiry, you may request that the matter be reviewed.

Please email us with your order number and details of your concern.

Ausvona Customer Support

Email: [email protected]

WhatsApp: +852 9373 1755